Support

What to put in the e-mail

The more specific you are, the faster we fix it. This is usually enough:

• What you were trying to do, and what happened instead.
• Where: in the iPhone app, the Android app, the browser or the desktop client.
• The version. In the mobile app it is on the opening screen, under the logo; in the browser, in the footer.
• The account e-mail — not the password, which we never ask for.
• Roughly when it happened, if it was a one-off error.

Frequently asked questions

Do I need an account?

Yes. ShvIA works per account, and all content is tied to it. Access is by invitation — open sign-up has been closed.

To ask for an account, write to suporte@shvia.org telling us who you are and what you intend to use it for. The account is created by the team, and the access arrives at that same e-mail. If you already have an account, you sign in as usual through the front door.

I forgot my password

Use password recovery and follow the link sent by e-mail. If nothing arrives within a few minutes, check your spam folder before writing to support.

The app opens and sits on “No connection to the server”

That means the device could not reach the server. The app retries on its own every few seconds and gets in as soon as the network is back — no need to close and reopen it. If it persists while other apps have working internet, tell support which carrier you are on and whether you are on Wi-Fi or mobile data.

How do I turn off Face ID or biometric unlock?

The app’s lock screen has a “Disable lock” option. It asks you to authenticate before turning off — deliberately, so that nobody holding your device can remove the lock.

Why is a model missing from my list?

Cloud provider models only appear for people who registered their own API key for that provider, under Account ▸ Provider keys. Models on your own infrastructure do not depend on a key.

Where do I see my usage?

The product accounts for tokens and cost per call and shows the total in your account. If you have a limit configured, that is where it appears.

How do I delete my data?

Conversations and files you delete directly in the product. To remove the whole account, or to exercise any other right under Brazil’s LGPD, write to privacidade@shvia.org. The procedure is in the privacy policy, section 8.

Does my text leave when I chat?

It depends on the model you pick: on your own infrastructure it does not leave; with a cloud provider it goes to that provider. Section 5 of the privacy policy explains the full path and the barriers applied along it.